RouteHero
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Privacy Policy

Last updated: July 21, 2026

RouteHero (“RouteHero,” “we,” “us,” or “our”) provides field service management software to service businesses. This Privacy Policy applies to our website, web application, and the Route Hero mobile apps for iOS and Android. It explains what information we collect, how we use it, and the choices you have. By using our website or services, you agree to the practices described here.

Information We Collect

We collect the following types of information:

  • Account information — name, business name, email address, and phone number provided when an account is created.
  • Customer and job data — information our business customers enter to manage their own customers, appointments, work orders, quotes, invoices, and payments.
  • Contact details for notifications — phone numbers and email addresses used to send service-related messages.
  • Usage and device information — basic technical data such as IP address, browser type, and pages visited.
  • Location data (mobile app) — precise location collected from field technicians who use the Route Hero mobile app, as described in the Location Data section below.
  • Photos (mobile app) — photos a technician takes or selects in the mobile app to attach to a work order.
  • Push notification tokens (mobile app) — device tokens used to deliver notifications to the mobile app.

Location Data (Mobile App)

The Route Hero mobile app collects precise location data from field technicians, including in the background (while the app is closed or not in use), when the technician has an active, tracked work shift. We use this location data to:

  • Show the technician’s position on their company’s live dispatch map.
  • Calculate accurate arrival-time estimates (ETAs) for customers.
  • Optimize routes and schedules.
  • Timestamp job arrivals and departures.

Location tracking is opt-in and shift-bound: it runs only after the technician enables tracking and only during their active shift. Location is never collected outside shift hours. Technicians can stop tracking at any time using the in-app toggle or by revoking the location permission in their device settings.

Location data is visible only to the technician’s own company (for example, their dispatcher and managers) and to the service providers that host our infrastructure on our behalf. We do not sell location data and do not share it with third parties for advertising or marketing purposes.

How We Use Information

  • To provide, maintain, and improve the RouteHero platform.
  • To send transactional and operational messages, including appointment confirmations and reminders, technician arrival updates, job status changes, and invoice or payment notifications.
  • To provide customer support and respond to inquiries.
  • To protect the security and integrity of our services.

SMS / Text Messaging

RouteHero sends SMS text messages to keep customers informed about service they have scheduled or requested — for example, notifying you when your technician is on the way to your appointment or has arrived. Recipients receive messages only after providing a mobile number and affirmatively consenting to be contacted (for example, by checking the consent box in the customer portal or replying START). Messaging is transactional and operational in nature; we do not send marketing or promotional text messages.

You can opt out of SMS messages at any time by replying STOP. Reply HELP for assistance. Message and data rates may apply. Message frequency varies based on service activity — typically one to two messages per scheduled appointment.

We do not sell, rent, or share mobile phone numbers or SMS consent with third parties or affiliates for their own marketing purposes. Phone numbers collected for SMS are used solely to deliver the service-related messages described above.

How We Share Information

We share information only as needed to operate our services — for example, with infrastructure, messaging, and payment providers that process data on our behalf under appropriate confidentiality and security obligations. We may also disclose information if required by law. We do not sell personal information.

Data Retention & Security

We retain information for as long as necessary to provide our services and meet legal obligations. We use reasonable administrative, technical, and organizational measures to protect information against unauthorized access, loss, or misuse.

Your Choices

You may request access to, correction of, or deletion of your personal information by contacting us at the email address below, subject to applicable law and our obligations to our business customers.

Account & Data Deletion

RouteHero accounts are created and managed by the business you work for or do business with. To delete your account and the personal information associated with it, contact your company’s RouteHero administrator, or email us directly at hello@routehero.ai with the email address on your account. We will delete your account and associated personal information, except where we are required to retain records to meet legal or contractual obligations (for example, invoices and payment records).

Contact Us

If you have questions about this Privacy Policy, contact us at hello@routehero.ai.